Incidents

What this page is for

Incidents track anything that goes wrong and needs a record: a missing specimen, a cold-chain break, a chain-of-custody question, a late delivery, a client complaint, and similar situations. Each incident collects a description, evidence, linked orders or drivers, a timeline, and - when needed - a record of who was told and when.

The layout

/incidents is a sortable table of every incident: number, title, type, severity, status, when it occurred, who it's assigned to, how many open questions it has, and its disclosure state. Filters above the table narrow by Status (Open, Investigating, Waiting, Disclosed, Resolved, Closed), Type (Specimen Handling, Missing Specimen, Cold Chain, Chain of Custody, Loose Specimen, Late Delivery, Driver Issue, Client Complaint, Vehicle Issue, Coverage Gap, Other), and Severity (Critical, High, Medium, Low). A + New Incident button opens a form to start one.
The Incidents list with its Status/Type/Severity filters
Opening an incident takes you to its detail page: a header strip with its number, title, status, owner, open-question count, and disclosure state, plus Update Status and Log Disclosure buttons. Below that are panels for Summary (editable), Disclosure, Open Questions, Evidence (text notes, uploaded files, messages attached from Slack, or a driver's GPS trail), Linked Entities (orders, drivers, route stops, locations, customers), and a Timeline of everything that's happened on the incident.

Like every shell page, the topbar gives you Orders (O), Map (M), Notes (N), Chat (C) and Help (?) without leaving this page.

Common tasks

Report a new incident. Click + New Incident on /incidents, fill in the title, type, severity, and any details you have, and click Create.

The New Incident form open, empty

Find incidents that need attention. Use the Status, Type, and Severity filters on /incidents to narrow the table.
Edit an incident's summary. Open the incident, click Edit on the Summary panel, make your changes, and Save.
Add evidence. On the incident's Evidence panel, add a text note, upload a photo or document, search and attach a Slack message, or click Attach GPS Trail to attach a driver's trail: an order's trail (its driver over its own window), or one driver's day, or one driver between two times, with a little padding either side. A trail attached here is frozen and hashed as it was at that moment; it stays on the incident after the live GPS history has been cleared, and clicking its card opens it in the trail viewer.
Ask or answer an open question. Use the Open Questions panel to add a question as it comes up.
Link a related order or driver. In Linked Entities, pick the entity type, enter its ID, and optionally a label, then click Link.
Update the status or close it out. Click Update Status, pick the new status (and severity if it changed), add resolution notes, and - when closing - use the "What did we learn?" section to send a fleet memo, create a location or driver watch, or add a context note if the incident should change how the fleet operates going forward. If you check "Send fleet memo," a Draft with Zippy button will write a first pass of the memo for you to edit before sending.
Log a disclosure. Click Log Disclosure, enter who was told and what was communicated.

Things that confuse people

"Chain of Custody" is one of the incident types, not a description of every incident - most incident types have nothing to do with custody.
A GPS trail attached as evidence is a copy taken at that moment, not a live view: it does not change if the driver's history later does, and it has no Share or day arrows. Ask Zippy "attach Jen's trail for Oct 21 to INC-0006" and the same frozen copy is made after you confirm.
The closure "What did we learn?" checklist (fleet memo, location watch, driver watch, context note) is optional - you can close an incident with "No system change needed" checked instead.
Disclosure and status are tracked separately: an incident can be Disclosed as a status, and also have its own disclosure log entries recording exactly who was told.

Site Intelligence
Drivers
open Incidents